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Automatic Call Distribution Groups, Hunt Groups, and Calling Groups

85

Automatic Call

Distribution

Automatic Call Distribution (ACD) distributes calls to agents and queues
the calls that have not been answered before a predetermined time
expires. The ACD also manages prerecorded announcements to callers,
manages individual ACD agents and groups of agents, and provides
database reports on both calls and agents.

Calls coming into ACD are distributed according to rules configured by
the administrator. An agent becomes available to receive ACD calls by
logging in to the ACD group.

To log in to an ACD group using your 3Com Telephone:

1

Pick up the handset.

2

Press

Feature

+

the feature code for the ACD group. Your administrator

can tell you which feature code to use.

3

Dial the ACD group password. Your administrator can tell you which
password to use.

4

Press

#

and hang up.

To log out of an ACD group using your 3Com Telephone:

1

Pick up the handset.

2

Press

Feature

+

the feature code for the ACD group.

3

Dial the ACD group password.

4

Press

#

and hang up.

Your administrator can configure an ACD group to an Access button. To
log in to or to log out of the ACD group, press the specified Access
button. The indicator next to the button lights to show that you are
logged in. Your administrator can configure whether you are allowed to
log out or not.

To log in to an ACD group using the NBX NetSet utility:

1

Log in to

NBX NetSet > User Information > ACD Groups

.

2

Select the ACD group to log in to.

3

Click

Log In

, and then click

Close

.

If you log in to an ACD group and do not answer a call when it rings on
your telephone, the system may log you out of the group depending on
how the administrator has configured the group.

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Содержание 3102

Страница 1: ...http www 3com com Part Number 900 0210 01 Published April 2005 NBX Business Telephone Guide NBX Networked Telephony Solutions System Release 5 0 ...

Страница 2: ...ICENSE TXT or LICENSE TXT If you are unable to locate a copy please contact 3Com and a copy will be provided to you UNITED STATES GOVERNMENT LEGENDS If you are a United States government agency then this documentation and the software described herein are provided to you subject to the following United States Government Legend All technical data and computer software is commercial in nature and de...

Страница 3: ...ty 16 Quick Reference Guides 17 2 3COM 3102 BUSINESS TELEPHONE Telephone Buttons and Controls 19 Programmable Access Buttons 22 Status Lights for System Appearance Buttons 24 3 3COM 1102 2102 AND 2102 IR BUSINESS TELEPHONES Telephone Buttons and Controls 25 Programmable Access Buttons 28 Status Lights for System Appearance Buttons 30 4 NBX MESSAGING NBX Messaging Components 31 Important Considerat...

Страница 4: ...Message 39 Using Voice Mail Group Lists 40 Viewing System Groups 40 Creating Personal Groups 40 Modifying or Deleting Personal Groups 41 Marking a Message as Private or Urgent 43 Other Ways to Manage Your Voice Mail Messages 44 Other Kinds of Mailboxes 44 Greeting Only Mailbox 44 Phantom Mailbox 45 Group Mailbox 45 5 STANDARD FEATURES Answering a Call 47 Caller ID 48 Answering a Second Call 48 Usi...

Страница 5: ... a Conference Call 59 Disconnecting the Last Person That You Called 60 More About Conference Calls 61 Setting the Volume 61 6 PERSONALIZING YOUR TELEPHONE Guidelines About Features on NBX Telephones 63 Ringer Tones 64 Speed Dials 64 Personal Speed Dials 65 System wide Speed Dials 66 Special Case One Touch Speed Dials 66 Printing Speed Dial Lists 67 Printing Labels 68 Off Site Notification 68 Manag...

Страница 6: ...Internal and External Caller ID 81 Calling Line Identity Restriction CLIR 82 Call Pickup 83 Directed Call Pickup on a Specific Telephone 83 Group Call Pickup 84 Automatic Call Distribution Groups Hunt Groups and Calling Groups 84 Automatic Call Distribution 85 Hunt Groups 87 Calling Groups 89 Group Membership 89 Supervisory Monitoring 90 Monitor 90 Whisper 91 Barge In 92 Change Agent 92 Interactio...

Страница 7: ... Business Telephone 109 Using Feature Codes 109 9 3COM 3105 AND 1105 ATTENDANT CONSOLES 3Com Attendant Console 114 Access Buttons 114 Feature Buttons 114 Attendant Console Labels 117 Opening the 3105 Attendant Console Label Cover 117 Complement Attendant Software 118 Managing Calls 119 A TELEPHONE INSTALLATION AND MAINTENANCE Connecting the Telephone 121 Installing the 3102 Telephone Label Plate 1...

Страница 8: ...8 Moving Your Telephone 128 Swapping Telephones 128 Cleaning Your Telephone 128 Troubleshooting Problems 128 INDEX ...

Страница 9: ...ess Telephone 3Com 2102 IR Business Telephone 3Com 1102 Business Telephone Attendant Consoles 3Com 3105 Attendant Console 3Com 1105 Attendant Console NBX Complement Attendant Software If the information in the release notes readme pdf on the NBX Resource Pack CD differs from the information in this guide follow the instructions in the release notes Analog telephones connected through the Analog Te...

Страница 10: ... 7 Feature codes Chapter 8 The Attendant Console and Complement Attendant Software Chapter 9 Telephone maintenance and troubleshooting information Appendix A References to all topics in this book Index Table 2 Common Terms Term Definition Auto Attendant The set of voice prompts that answers incoming calls and describes actions that a caller or user can take to access individual services Administra...

Страница 11: ...d NBX Feature Codes Guide by clicking the icons at the bottom of the screen You can view the Quick Reference Guide for your telephone by clicking the Telephone Quick Reference button The NBX NetSet utility also includes a searchable Help system with Help buttons on each screen An administrator who logs in can also see the NBX Installation Guide and the NBX Administrator s Guide Table 3 Icons Icon ...

Страница 12: ...il comments about this guide or any of the 3Com NBX documentation and Help systems to Voice_TechComm_Comments 3com com Include the following information with your comments Document title Document part number found on the front or back page Page number As always please address all questions regarding the NBX hardware and software to your 3Com NBX Voice Authorized Partner ...

Страница 13: ...e the NBX Feature Codes Guide in the NBX NetSet utility Setting Up Your Password and Voice Mail for the First Time The procedure by which you set up your password and voice mailbox for the first time depends on The kind of telephone that you have The kind of voice messaging system on your NBX system Ask your administrator what kind of voice messaging is active on your system Table 4 describes how ...

Страница 14: ...word Feature Entry Tone repeat your new password Confirmation Tone Password Change If your system uses NBX Messaging follow the NBX voice prompts to change your NBX password which changes your NBX NetSet utility password because they are the same OR use the NBX NetSet utility described next If your system uses a voice messaging application other than NBX Messaging use this code sequence to change ...

Страница 15: ... telephone User As a telephone user you log in to the NBX NetSet utility with your own system ID your extension and password to View and change your telephone s personal settings such as speed dials ringer tone and specify where you want your calls to go when you cannot answer them your call coverage points Listen to and delete your voice messages from your computer as an alternative to managing c...

Страница 16: ...or the Feature Code sequence See Table 4 earlier in this chapter 2 Click User to log in as a user The password dialog box appears 3 Type your NBX NetSet utility user identification always your 3 digit or 4 digit telephone extension and your NBX NetSet utility password and then click OK Navigation and Shortcut Icons in the NBX NetSet Utility The icons at the lower right of any Personal Settings win...

Страница 17: ...X NetSet utility See Starting the NBX NetSet Utility earlier in this chapter 2 Click Telephone Quick Reference The quick reference guide that pertains to your telephone appears Adobe Acrobat Reader 5 0 or higher is required to view the file Adobe Acrobat Reader is available free from the Adobe Web site www adobe com Telephone Guides including this guide NBX Feature Codes Guide ...

Страница 18: ...18 CHAPTER 1 GETTING STARTED ...

Страница 19: ...mmable Access Buttons Status Lights for System Appearance Buttons For how these features work on an analog telephone that is connected to the NBX system click the NBX Feature Codes Guide icon below any screen in the NBX NetSet utility Telephone Buttons and Controls Figure 1 shows the buttons and controls on the 3Com 3102 Business Telephone The features are discussed after the picture ...

Страница 20: ...t leaves the display panel menus 2 Message Waiting Indicator MWI When lit indicates that you have one or more new voice mail messages in your voice mailbox Also this indicator flashes when your telephone rings 3 Display panel Displays telephone status messages Caller ID information if enabled and the number of messages that you have in your voice mail mailbox You can also use it to view these item...

Страница 21: ...tton Places a caller on hold See Putting a Call on Hold in Chapter 5 11 Transfer button Sends the currently active call to another telephone See Transferring a Call in Chapter 5 12 Conference button Establishes a single call with up to three additional internal parties external parties or both See Establishing a Conference Call in Chapter 5 13 Redial button Redials the last telephone number or ext...

Страница 22: ...at the top of the right column of buttons 19 Volume down Lowers the volume of the ringer the speaker the handset or the headset See Setting the Volume in Chapter 5 20 Mute button Enables you to prevent callers from hearing what you are saying during a telephone call although you can still hear them Press the button to turn off the telephone s microphone when you are using the handset or headset or...

Страница 23: ... can be retrieved from any other telephone on the system See Call Park in Chapter 7 6 Transfer to Voice Mail button Sends a call directly to another user s voice mailbox See Direct Mail Transfer in Chapter 7 7 Feature button Allows you to access features that are not directly assigned to an Access button on your telephone See Chapter 8 for a list of features and codes and how to use them 8 Release...

Страница 24: ...t is connected to the telephone Status Lights for System Appearance Buttons An Access button that is set up for incoming and outgoing calls is called a System Appearance button The light beside each System Appearance button indicates the status If the light is The line is Off Available for use Steady In use Blinking quickly Ringing Blinking slowly On hold ...

Страница 25: ... The chapter covers these topics Telephone Buttons and Controls Programmable Access Buttons Status Lights for System Appearance Buttons For how these features work on an analog telephone that is connected to the NBX system click the NBX Feature Codes Guide icon below any screen in the NBX NetSet utility Telephone Buttons and Controls Figure 3 shows the buttons and controls on the 3Com 1102 2102 an...

Страница 26: ...s messages Caller ID information if enabled and the number of messages that you have in your voice mail mailbox You can also use it to view these items Logs of your recent missed answered and dialed calls A directory of people s names in your organization Personal speed dial numbers System wide speed dial numbers Call forward setting for all calls ...

Страница 27: ... and your administrator to assign features to specific buttons See Programmable Access Buttons later in this chapter 7 Hold button Places a caller on hold See Putting a Call on Hold in Chapter 5 8 Transfer button Sends the currently active call to another telephone See Transferring a Call in Chapter 5 9 Conference button Establishes a single call with up to three additional internal parties extern...

Страница 28: ...d the indicator is lit When you receive an internal call your telephone sounds a tone and activates the speaker phone An external call a call from outside your NBX system rings to your telephone as usual 16 Telephone key pad 17 MSG Message button Accesses your voice mail messages through the NBX Messaging system See Listening to NBX Messages in Chapter 4 The status light beside this button acts as...

Страница 29: ...etrieved from any other telephone on the system See Call Park in Chapter 7 4 Flash button analog line only Toggles the current call to another call if the line has the Call Waiting service from your local telephone company or enables call transfer if the line has the Call Transfer service 5 Unassigned This button has no default assigned function 6 Release button Disconnects calls Useful when you u...

Страница 30: ...nce Buttons An Access button that is set up for incoming and outgoing calls is called a System Appearance button The light beside each System Appearance button indicates the status If the light is The line is Off Available for use Steady In use Blinking quickly Ringing Blinking slowly On hold ...

Страница 31: ...lboxes NBX Messaging Components A key component of the NBX Networked Telephony Solutions is the NBX Messaging system which includes voice mail off site notification and several administrative features Voice mail allows callers to leave voice messages in your voice mailbox when you are not able to answer your telephone You can listen to save and forward those messages from any touch tone telephone ...

Страница 32: ...in Chapter 6 With a touch tone telephone you are able to bypass system messages using option buttons if you are configuring passwords and greetings However you cannot bypass voice mail messages in this manner Changing Your Password You use the same 4 digit to 10 digit password to log in to the NBX NetSet utility and to access your NBX voice mail You can change this password with your telephone usi...

Страница 33: ...ose which to use from the telephone You can also review delete or choose which to make active with the NetSet utility If appropriate you may also want to change the greeting for an extension that is a greeting only mailbox so that callers do not attempt to leave messages See Greeting Only Mailbox later in this chapter To change your name announcement or personal greetings 1 Log in to your mailbox ...

Страница 34: ...tem uses a messaging application other than NBX Messaging use the documentation for your messaging application instead of these instructions Message Indicators Here is how you can tell if you have messages in your mailbox On a 3Com 3102 Business Telephone The indicator bar above the display panel is lit and the display panel shows the number of messages Example 3 Msgs 2 New On a 3Com 1102 2102 or ...

Страница 35: ...ephone To listen to your messages from your own 3Com Telephone 1 Pick up the handset and press the Message button to access the mailbox 2 At the prompt dial your password and press 3 See Table 6 for the buttons that you use to manage your messages Listening from Any Internal 3Com Telephone To listen to your messages from any 3Com Telephone other than your own within your NBX system 1 Pick up the h...

Страница 36: ...e buttons to manage your messages Table 6 Managing Messages Play or repeat a message Save the message Delete the message from your mailbox You cannot retrieve a message after you delete it Reply to the message See Replying to a Message later in this chapter Forward the message See Forwarding a Message later in this chapter Listen to date time and sender information about the message See Informatio...

Страница 37: ...o the originator but you cannot forward the message to others To reply to a message after you listen to it 1 Press 4 If the message has been sent to more than one person press 1 to reply only to the sender or press 2 to reply to all of the recipients 2 After the tone record your reply 3 Hang up or press for more options 4 If you press press one of these buttons Date and time information Sender inf...

Страница 38: ...mber of the recipient A speed dial number See Speed Dials in Chapter 6 A voice mail group list number See Using Voice Mail Group Lists later in this chapter A site code plus extension to send to a user on another NBX system in your organization Example neee or neeee where n one or more site code digits and e the extension digits on the other system For valid site codes in your organization see you...

Страница 39: ...umber of the recipient A speed dial number See Speed Dials in Chapter 6 A voice mail group list number See Using Voice Mail Group Lists later in this chapter A site code plus extension to send to a user on another NBX system in your organization Example neee or neeee where n one or more site code digits and e the extension digits on the other system For valid site codes in your organization see yo...

Страница 40: ...ship of each group through the NBX NetSet utility To view System Voice Mail Groups 1 Log in to Netset NBX Messaging System Group List A list of System Group IDs and Names displays 2 To view the membership of any group select the group and click Membership Creating Personal Groups You can create your own Personal Voice Mail Group either through the telephone or through the NBX NetSet Utility To cre...

Страница 41: ...enu OR hang up To create a Personal Voice Mail List through the NBX NetSet Utility 1 Log in Netset NBX Messaging Personal Group List You see a list of your current personal voice mail groups with Group IDs and Group Names 2 Click Add 3 Enter a Group ID a number from 01 99 that is not used for a current group 4 Enter a Name for the new group 5 Enter any VPIM extensions in the VPIMs box 6 Select mem...

Страница 42: ...a user on another NBX system Example neee or neeee where n one or more site code digits and e the extension digits on the other system For valid site codes for your organization see your administrator b To delete one or more members from the group dial the destination number that you want to delete and then press 1 6 When you have added or deleted all of the destination numbers press 1 to save the...

Страница 43: ...plete your changes To delete a Personal Voice Mail Group from the NBX NetSet utility 1 Log in Netset NBX Messaging Personal Group List You see a list of your current personal voice mail groups 2 Select the group to delete 3 Click Remove 4 Click Yes to confirm Marking a Message as Private or Urgent When you compose a voice message you can select Private or Urgent from the delivery options If you do...

Страница 44: ...NBX NetSet NBX Messaging Greeting Only Mailbox Examples When you take an extended leave of absence you can create a personal greeting with your scheduled date of return and whom to call during your absence Callers can be transferred but are unable to leave voice messages for you When you return clear the Greeting Only Mailbox check box so that callers can leave messages again If you are a teacher ...

Страница 45: ... phantom mailbox and you can call in to the NBX system to retrieve them or you can listen to them from the NBX NetSet utility You retrieve messages from a phantom mailbox in the same way that you retrieve messages from a personal mailbox See Listening to NBX Messages earlier in this chapter Group Mailbox A group mailbox is a voice mailbox from which a group of users can retrieve messages Your admi...

Страница 46: ...46 CHAPTER 4 NBX MESSAGING ...

Страница 47: ... uses a messaging application other than NBX Messaging use the documentation for your messaging application instead of the instructions in this chapter Answering a Call To answer an incoming call pick up the handset If you are using a 3Com Business Telephone you can press the Speaker button If you have enabled Handsfree Active on Intercom you can simply speak to answer internal calls An unanswered...

Страница 48: ...ransfer it and then press the Access button for the original call Using the 3Com Telephone Display Panel Use the telephone display panel of your 3Com Telephone to dial a number Call Logs The logs of the most recent calls to and from your telephone Missed Calls Answered Calls Dialed Calls Directory A list of the users on your system and their extensions Personal Speed Dials A list of personal speed...

Страница 49: ...keys shown if you do not select an item immediately the display alternates between the list and the menu choices In the user directory names appear in alphabetical order by last name The system updates the directory when the administrator adds or removes users In the user directory to move quickly to the first name that begins with a particular letter you can use the key pad Example Press 3 to sho...

Страница 50: ...ch offices see Dialing a Call to a Remote Office in Chapter 7 An External Call To dial an external call 1 Pick up the handset On 3Com Business Telephones you can press the Speaker button You hear the dial tone If necessary dial 9 8 or whatever to access an external line If one of the Access buttons is configured to access an external line directly you can press that button 2 Dial the number Or use...

Страница 51: ...rward Calls You can choose when to forward calls Default Forwards unanswered incoming calls to your default call coverage point after a specified number of rings if you have not specified another condition Call Forward No Answer Forwards unanswered incoming calls to a call coverage point when your phone rings for a specified number of rings Call Forward Busy Forwards incoming calls to a call cover...

Страница 52: ...to Mail is in effect your telephone rings once before forwarding the call to your default call coverage point On a 3Com 3102 Business Telephone 1 Press the Forward to Mail button The indicator light turns on 2 To turn off Forward to Mail press the button again The light turns off On a 3Com 1102 2102 or 2102 IR Business Telephone 1 Press the FWD MAIL Forward to Mail button The indicator light turns...

Страница 53: ...Forward Override Call Forward Busy To set Call Forward Busy 1 Pick up the handset and press Feature 467 2 Dial the number that you want to forward calls to and press If the display shows the destination number you want just press to accept it 3 To turn off Call Forward Busy pick up the handset and press Feature 467 again Call Forward All To set Call Forward All 1 Pick up the handset and press Feat...

Страница 54: ...tever is required to access an outside line Example 912815551212 dials 281 555 1212 You can enter a if a pause is required between an access code and a destination number Default The Call Forward Default page defines basic call forwarding You choose from four destinations voicemail box a phone number the automated attendant or disconnection You can override these settings on the Call Forward Overr...

Страница 55: ...s setting can result in having your calls forwarded to another person s voicemail or to a loop of forwarding where the call is never answered If you select Automated Attendant you can choose to forward calls to your choice of Default Menu The default automated attendant usually extension 500 Voicemail The default system voicemail usually extension 501 If you select Disconnect no coverage the syste...

Страница 56: ... is in effect according to the following rules If Call Forward All is enabled all calls are immediately forwarded to the Call Forward All destination All other feature settings are ignored If Do Not Disturb is enabled and Call Forward All is not enabled all calls are immediately forwarded to the Call Forward Default destination All other feature settings are ignored If Call Forward Busy is enabled...

Страница 57: ...Call The number of simultaneous calls that you can have on your 3Com Telephone is limited by the number of Access buttons that are defined for your extension The default is the bottom three buttons in the column of Access buttons on the left of the 3102 Business Telephone and the bottom three Access buttons in the column on the right on the 1102 2102 or 2102 IR Business Telephones Your administrat...

Страница 58: ...swers announce the call If the recipient wants to take the call press Transfer again to complete the transfer Hang up the handset If the recipient does not want to take the call retrieve it by pressing the Access button on which the call originated Your administrator can disable Announced Transfers by enabling the One Button Transfer feature for the entire NBX system When that setting is enabled e...

Страница 59: ...he call The other three parties can be any combination of internal and external parties Follow these steps 1 Dial a call or receive a call from someone else Two parties are now on the call 2 While on the call press the Conference button The system selects a new line and places the first party on hold 3 Dial a call to an internal or external third party For an announced conference wait for the thir...

Страница 60: ...ne Buttons and Controls in Chapter 2 for the 3102 Business Telephone or Telephone Buttons and Controls in Chapter 3 for the 1102 2102 and 2102 IR Business Telephones Disconnecting the Last Person That You Called Use the Conference Drop feature to disconnect the last person that you add to a conference call This feature is helpful if when you add a party your call is answered by someone else Only t...

Страница 61: ...ringing until the volume is at the level that you prefer To read how ringer volume is different from ringer tone see Ringer Tones in Chapter 6 Handset Volume To raise or lower the volume of the dial tone or the sound that you hear when you are using the handset pick up the handset and then press the up or down Volume Control button repeatedly until the volume is at the level that you prefer You ca...

Страница 62: ...62 CHAPTER 5 STANDARD FEATURES ...

Страница 63: ...des Guide below any screen in the NBX NetSet utility For how to set up your NBX NetSet utility password for the first time see Chapter 1 If your system uses a messaging application other than NBX Messaging use the documentation for your messaging application instead of these instructions Guidelines About Features on NBX Telephones If your telephone does not have a button programmed for Feature ask...

Страница 64: ...nt Ring to disable audible ringing To change the ringer tone 1 Verify that your computer has a sound device a USB headset or a sound card with either headphones or speakers 2 Log in to NBX NetSet Ringer Tones 3 Click each of the nine Sample Ringer Tone buttons to hear the choices 4 From the Ringer Tone Setting pull down list select the number of the tone that you want 5 Click Apply When you choose...

Страница 65: ...he bottom 3 buttons of the column of 12 buttons Your administrator may have mapped some of the buttons to features See Special Case One Touch Speed Dials later in this chapter To assign or change a personal speed dial number 1 Select NBX NetSet Speed Dials Personal 2 In the Personal Speed Dials box select an unassigned speed dial ID number or select the speed dial ID number for which you want to c...

Страница 66: ...one display panel You can ask the administrator to map a system wide speed dial ID number to one of the Access buttons on your telephone See Special Case One Touch Speed Dials next To use a system wide speed dial 1 Pick up the handset Or you can press the Speaker button 2 Press the Feature button plus the 3 digit system wide speed dial ID code for the number that you want to call Or scroll to Syst...

Страница 67: ...e all of the prefix numbers that you would normally dial such as a 9 or 8 or 1 to access an outside line and if necessary the country code or area code To include an account code include the feature code account code and before the telephone number Example 888 1234 9785551212 Do not use spaces hyphens commas or nonnumeric characters other than and brackets 3 In the Description text box type a brie...

Страница 68: ...h page you want to print Typically the default is to print all pages 7 Click Print 8 Cut out the labels and put them in the label holders of your 3Com Telephone or your Attendant Console 9 To save the edited LabelMaker click the Save button at the top of the LabelMaker screen Or you can click File Save As to save the LabelMaker to a new location To reuse your saved LabelMaker you must run the file...

Страница 69: ...chapter 5 In the Number Address field If you selected Pager for Method in step 4 Enter a pager number Do not use parentheses hyphens or spaces Ask your administrator if you need to include the area code and any other digits that your system needs to dial an outside number such as 9 8 1 or 0 After you receive the pager message you call in to your voice mailbox to listen to your messages In the Nume...

Страница 70: ...to delete your messages 6 From the Interval drop down list box select the number of minutes that you want the system to wait after each attempt before it moves to the next attempt The best time interval depends on the Attempt method that you choose For instance allow sufficient time after a Pager notification for the usual delay at your pager supplier 7 Click Apply 8 Repeat steps 4 through 7 to se...

Страница 71: ...mail notice for each voice message Each e mail notice contains information about the voice message like time of receipt and the number that called and the voice message is attached as a WAV file and then you configure attempt 2 through 5 as E mail You receive an additional e mail notice for each voice message The second e mail notice contains no information about the voice message like time of rec...

Страница 72: ...eive an e mail notice for only the first new voice mail message The e mail notice contains no information about the voice message like time of receipt and number that called and no WAV file attachment 2 through 5 as Pager You receive a pager call for only the first new voice message 2 through 5 as Voice Mail You receive a telephone call for only the first new voice message First new message means ...

Страница 73: ...ted status light does flash when a call arrives You can use the telephone to dial outgoing calls You can use the telephone to dial internal and external pages a 3Com Business Telephone or 3Com Manager s Telephone does not broadcast incoming paging messages over the speaker If your telephone is part of a call pickup group no other telephone in the pickup group can retrieve a call that comes directl...

Страница 74: ... enter your password 2 Enter your password and hang up Your telephone is now locked The display panel shows the Lock icon It displays only the directory and system wide speed dials 3 To turn off this feature repeat steps 1 and 2 The Lock icon disappears Your call logs and personal speed dials are again available Additional Notes When Telephone Locking is activated a person using your telephone can...

Страница 75: ... however need to place a long distance call during a meeting Using the Class of Service Override feature you can apply the features of your own telephone to the conference room telephone for one call only and dial the call assuming that your Call Permissions allow you to make long distance calls from your own telephone If your system uses a messaging application other than NBX Messaging use the do...

Страница 76: ...for the location of the jack 2 Press the Headset button By default this is the Access button just below the Program button at the top right corner of the telephone 3 Verify that the indicator light beside the Headset button turns on To answer a call when you are using the headset 1 Put the headset on When a call comes in press the System Appearance button beside the flashing light You are connecte...

Страница 77: ...into the amplifier you must remove the handset from the cradle to use the headset 4 For handset calls Press the button on the headset amplifier that turns the headset off pick up the handset and speak into it To manage calls when you are using the headset 1 Put the headset on When a call comes in If the handset is on hook pick it up set it on your desk and begin to speak If the handset is off hook...

Страница 78: ...ernal intercom calls without picking up the handset When you receive an internal call your telephone sounds a tone and activates the speaker phone An external call a call from outside your NBX system rings to your telephone as usual To enable Hands Free Active on Intercom press the Hands Free or the button before calls come in to your telephone When the feature is enabled the indicator is lit To d...

Страница 79: ...fice Bridged Extensions Delayed Ringing Using Pulse Dialing Additional Applications Security Note Several of the features described in this chapter include configuring a telephone line to appear on more than one 3Com Business Telephone or 3Com Manager s Telephone For any of these features if one person is using a telephone line no one else can listen in on that same line from a different telephone...

Страница 80: ...B headset or a sound card with either speakers or headphones When you delete the e mail message that contains the attached voice message you are not deleting the voice message on the NBX system To delete voice messages from the NBX system you must access your voice mailbox through the telephone or the NBX NetSet utility See Off Site Notification in Chapter 6 for a discussion of off site notificati...

Страница 81: ... the account code is incorrect you may have to dial the phone number press dial the correct account code and press again To enter an account code at any time before or during an incoming or outgoing call 1 Press Feature 888 2 Dial the account code that has been assigned by your administrator and then press the key The NBX system records the account code and applies it to The next call if you activ...

Страница 82: ...m If this feature is enabled system wide you can choose to restrict calls For all external outbound calls that you dial OR For only the next single external outbound call that you dial Your administrator can configure your system so that CLIR is always active in which case you cannot change the CLIR settings on your telephone to override this option CLIR for All External Calls To enable CLIR All f...

Страница 83: ... This feature is best arranged in advance when you and another user know that it would be convenient or necessary to answer calls ringing on that user s telephone You can answer a call that is ringing on another telephone only if you and that user both are members of the same Call Pickup group or if that user is a member of a Call Pickup group that allows nonmember pickup Your administrator config...

Страница 84: ...oups and Calling Groups Your administrator can establish formal and informal call centers so that incoming calls can be directed to several telephones that have been associated into automatic call distribution groups hunt groups or calling groups A call center is a general term that refers to any system that accepts incoming calls to a site and ensures that those calls are sent to the proper desti...

Страница 85: ...code to use 3 Dial the ACD group password Your administrator can tell you which password to use 4 Press and hang up To log out of an ACD group using your 3Com Telephone 1 Pick up the handset 2 Press Feature the feature code for the ACD group 3 Dial the ACD group password 4 Press and hang up Your administrator can configure an ACD group to an Access button To log in to or to log out of the ACD grou...

Страница 86: ...stem startup Status Shows whether you are currently logged in or out of the ACD group State Shows whether your extension has been locked in to the ACD group If your extension has been locked into the ACD group only the administrator can log you out If your extension is not locked into the ACD group you can log yourself out You can also perform the following actions Select All Select for an action ...

Страница 87: ...ked in to the ACD group Hunt Groups Incoming calls ring to one member of the hunt group If that member s telephone is in use or if that member does not answer the call the system hunts for another member of the group until the call is answered or is forwarded to the group call coverage point For example if there are no available members of the hunt group the call might be forwarded to a group mail...

Страница 88: ...ure code for the hunt group 3 Dial the hunt group password 4 Hang up the telephone Your administrator can configure a hunt group to an Access button To log in to or to log out of the hunt group press the specified Access button The indicator next to the button lights to show that you are logged in To log in to a dynamic hunt group using the NBX NetSet utility 1 Log in to NBX NetSet Hunt Groups 2 S...

Страница 89: ...ow an incoming call to ring simultaneously on all telephones in a group for example a customer service group To log in to or out of a calling group follow the steps in Hunt Groups earlier in this chapter Figure 6 shows the path of a call coming in to a calling group Figure 6 Sample Calling Group Configuration Group Membership To view the list of users that belong to a group 1 In NBX NetSet User In...

Страница 90: ...udes people who take a transferred call or answer one with call pickup Supervisors are people using the supervisory monitoring password to monitor the ACD or Hunt Group A call could be forwarded through more than one group the supervisor must provide the password of the most recent group The supervisor must use a 3Com Telephone with a display panel and appropriate soft buttons not a 3Com Entry Tel...

Страница 91: ...ding on system configuration Your display panel now shows options to Whisper Change Agent or Barge In Only the supervisor s display panel indicates that supervisory monitoring is in use Whisper Whisper also called Coaching allows a supervisor to speak to the agent during a monitored call without the customer hearing this advice The administrator configures the NBX system to specify if a tone audib...

Страница 92: ...isory monitoring is enabled on a call a supervisor can change the agent being monitored To monitor a different agent in the same ACD or Hunt Group 1 Monitor the ACD or Hunt Group call 2 Press the soft button to select Change Agent The display panel prompts you for the extension number of the agent 3 Enter the extension number of the agent and select OK or press You begin to monitor the call either...

Страница 93: ...is elsewhere in the building You want to continue a call on another telephone for instance in a conference room for privacy and transferring the call does not give you enough time to retrieve it When you park a call you assign it a Call Park extension which anyone can use to retrieve it Table 7 lists the default Call Park extension numbers Ask your administrator to verify the Call Park extensions ...

Страница 94: ...details To retrieve a parked call 1 Pick up the handset of any telephone on the system 2 Dial the Call Park extension that was assigned to the call Paging Paging is the general term used to describe the act of broadcasting a voice message through audio speakers You can Page all extensions with speakers on the system This method uses default codes in Table 8 Page a subset of all extensions on the s...

Страница 95: ...imultaneously Zone extensions are configured by the administrator To discover the page zone extensions on your system 1 Log in to NBX NetSet Personal Information User Information Page Zones The NetSet utility lists the existing page zones and their extension numbers 2 Click Details to list the members of each zone Table 8 Paging Codes Feature 3 digit dial plan default codes 4 digit dial plan defau...

Страница 96: ...on if the administrator allows it and you can also use this feature as a caller to another device How Configurable Operators Work Following is a brief description of how the system directs a caller from your voice mail to operators that you designate 1 If you do not answer a call the system invokes your voice mail 2 The caller listens to your prerecorded voice mail message which includes the instr...

Страница 97: ...to configure the System Operator and the Personal Operator appear in the User Information window Configuring the Operator Destinations To configure your own destinations for System and Personal Operator 1 Log on to NetSet NBX Messaging Personal Operators The current System Operator and Personal Operator extensions and access digits appear If the administrator has given you the appropriate configur...

Страница 98: ...ssage to Telephones that do not have an MWI Retrieve button enabled or that have reached their MWI message limit 30 Remote NBX systems over external line Calling Groups Hunt Groups or ACD Groups To send an MWI message 1 Pick up the handset and press Feature 412 Or press the MWI to Ph Send access button The display panel on your 3Com Telephone shows Send MWI To 2 Dial the extension that you want to...

Страница 99: ... 30 MWI messages When it is full it will reject new messages so be sure to delete unneeded messages To delete all MWI messages 1 Press the MWI Retrieve access button The display panel shows the number of MWI messages on your list and the options to Delete All or Exit 2 Press the Delete All soft button 3 The display panel asks you to confirm the delete of the whole MWI list Press the Yes soft butto...

Страница 100: ... your organization that are separated geographically but that are linked by a Wide Area Network WAN connection Each site must have an NBX system Typical configurations are described in the next sections Using Unique Extensions In the sample network shown in Figure 7 everyone in the entire organization has a unique telephone extension Whenever you make a call to an extension that is not located at ...

Страница 101: ...ed by the extension at the site For example as shown in Figure 8 to call someone in Atlanta a user in Chicago dials the site code 62 and then the appropriate extension 1000 through 3999 To reach a user in Dallas a user in Chicago dials 63 and then the appropriate extension 1000 through 3999 The site code prevents conflicts between the remote extension number and a duplicated extension number at th...

Страница 102: ...u can answer calls that are made to the primary telephone s extension but you cannot make calls using the buttons that are associated with the primary telephone The administrator can create bridged extensions on Any 3Com Manager s Telephone Any 3Com Business Telephone A 3Com 2101 Basic Telephone if a 3Com Attendant Console is associated with it The administrator creates the bridged extension on th...

Страница 103: ...phone line that is mapped to more than one telephone Example The administrator programs maps a telephone extension to appear on both a manager s telephone and the assistant s telephone that is it is a bridged extension The administrator has also enabled the Delayed Ringing feature on the manager s telephone and has specified 4 rings a typical setting When a call comes in to the manager on that ext...

Страница 104: ...the remainder of the call When you hang up the port you were using on the Analog Line Card reverts to pulse dialing mode Your administrator can map a button on your telephone so that you can press the button to change from pulse dialing to DTMF during a call When you hang up the port that you were using on the Analog Line Card reverts to pulse dialing mode You can configure a personal speed dial i...

Страница 105: ...ble on the NBX Resource Pack CD NBX Call Reports NBX TAPI Service Provider NBXTSP NBX Desktop Call Assistant Complement Attendant Software Palm Dialer pcXset Soft Telephone NBX Media Driver Applications with a have been tested with Windows XP Home Edition and Windows XP Professional Edition ...

Страница 106: ...106 CHAPTER 7 GETTING MORE FROM YOUR TELEPHONE SYSTEM ...

Страница 107: ...ther new or unsaved messages and you pick up your handset you hear the New Messages Dial Tone a repeated short tone also called the stutter tone until you delete or save every message Your administrator can turn the New Messages Dial Tone on or off Feature Entry Tone When you lift the handset and press the Feature button to begin using one of the features you hear the Feature Entry Tone which is a...

Страница 108: ... active until you turn it off as described in Table 9 If you forget which of the persistent features you have activated on your telephone log in to NBX NetSet User Information Feature Settings See NBX NetSet Utility in Chapter 1 for information on how to log in to the NBX NetSet utility Exception If you have activated one or more persistent features and your mailbox has messages you hear the New M...

Страница 109: ...ck up the handset 2 Press the Feature button 3 Dial the feature code and any additional values as specified in Table 9 4 Hang up when your call is complete or you have activated the features that you want Table 9 NBX Feature Codes Feature Feature Code See Account Codes F 888 account code telephone number Account Billing Codes in Chapter 7 ACD Hunt and Calling Groups F feature code for the group gr...

Страница 110: ...he CO provides your organization with a feature such as Call Waiting that requires a flash signal use this sequence to signal the CO to put the existing call on hold and toggle to the call that is waiting To return to the first call repeat F 260 Forward All Calls to Voice Mail On Off F 440 Other Ways to Manage Your Voice Mail Messages in Chapter 4 Hands Free On Off F 100 Set your phone so that int...

Страница 111: ... Extensions in Chapter 7 Redial F 401 Using the 3Com Telephone Display Panel in Chapter 5 Release F 111 Using a Headset in Chapter 6 Show Lists F 460 Displays lists for you to scroll through and select Speaker On Off F 104 Speak except 2101 and 3101 and listen without picking up the handset Speed Dial Personal List F personal speed dial number Speed Dials in Chapter 6 Speed Dial System Wide List F...

Страница 112: ...112 CHAPTER 8 FEATURE CODES ...

Страница 113: ...s to increase call handling capability In many offices the Attendant Console is used by a receptionist or switchboard operator who is referred to in this guide as the receptionist Complement Attendant Software CAS A software application that allows a receptionist to answer and route calls using a personal computer Your administrator installs the Complement Attendant Software on your computer from ...

Страница 114: ...istrator can assign features to each Access button Possible features include Status of internal telephone extensions busy available Status of external telephone lines Speed dials for User extensions Pager numbers Cellular telephone numbers Message Waiting Indicators MWI for Group mailboxes Phantom or personal mailboxes Time of Day Service Modes See your administrator for details Status of ACD Hunt...

Страница 115: ...tern so that it can be retrieved from any other telephone on the system 5 Labels You can print labels for your Attendant Console using the LabelMaker utility in the NBX NetSet utility or on the NBX Resource Pack CD 6 Label cover tabs Allow you to unsnap the plastic cover to insert labels 7 Access buttons A light next to each button indicates whether the line is available or in use or whether assig...

Страница 116: ...onsole Figure 10 3Com 1105 Attendant Console 1 Access buttons A light next to each button indicates whether the line is available or in use or whether assigned features are enabled Status indicator lights show the following 2 Shift button Enables you to toggle between the two sets of button assignments on the Console Press the Shift button for assignments 1 through 50 Press Shift again for assignm...

Страница 117: ...Transfer in Chapter 5 6 Call Park button Places a call in a holding pattern so that it can be retrieved from any other telephone on the system See Call Park in Chapter 7 7 Hold button Places a caller on hold See Putting a Call on Hold in Chapter 5 Attendant Console Labels To create print and save labels for your Attendant Console see Printing Labels in Chapter 6 Opening the 3105 Attendant Console ...

Страница 118: ... Field Purpose Display Panel Displays Caller ID information name and extension number the status of a call and the duration of the call The number of calls displayed depends on the number of access lines that you have specified in your general settings Find Phone Display Provides the extension number and name of the person selected in the directory Clear Button Cancels previous criteria Extension ...

Страница 119: ...e the Help system in the software Table 11 Attendant Software Buttons and Keyboard Shortcuts Button Purpose Keyboard Shortcut Answer Answers an incoming call Alt A Dial Dials a selected number to place an outgoing call Alt D Park Places a call in a holding pattern so that it can be retrieved from another telephone on the system Alt K UnPark Releases a caller from a holding pattern Alt U Release Te...

Страница 120: ...120 CHAPTER 9 3COM 3105 AND 1105 ATTENDANT CONSOLES ...

Страница 121: ...telephones all 3Com Telephones and attendant consoles use these symbols to identify the connectors Power connection for an AC power adapter Network connection Connects the device to the network A powered Ethernet cable that conforms to the Power over Ethernet IEEE 802 3af standard is acceptable for 3Com 3100 Entry Telephones 3Com 3101 Basic Telephones 3Com 3102 Business Telephones 3Com 3103 Manage...

Страница 122: ...the NBX system through an RJ 45 LAN connector instead of an RJ 11 telephone connector Your telephone will not work unless it is connected properly Ask your administrator if you have questions about your telephone connection The underside of a 3Com Telephone or attendant console includes 1 AC power adapter connection 2 Ethernet connector for connection to the LAN 3 Ethernet connector for an optiona...

Страница 123: ... label plate with localized button labels that you must install Once you snap the plate onto the telephone you cannot remove it To install the plate slip the tabs along the top edge of the plate into the slots on the telephone and then press firmly along the bottom edge of the plate until you feel it snap into place Figure 13 3Com 3102 Label Plate Attaching and Adjusting the Articulating Support B...

Страница 124: ...acket snap the bracket into the mounting supports on the bottom of the telephone After you connect the cables to the phone press the cables into the cable management clamps on the stand Figure 15 Adjusting the Support Bracket 1 Lock tab To adjust the support bracket press to release the lock tab rotate the bracket to the position that you want and then release the lock tab ...

Страница 125: ...ting the Fixed Support Bracket The fixed support bracket is common to the following devices 3Com1105 Attendant Console 3Com 1102 2102 and 2102 IR Business Telephones The fixed support bracket can be attached in low profile high profile or wall mount positions Tabs on the underside of the telephone slip into slots on the bracket and the opposite mounting points snap into place Low Profile and High ...

Страница 126: ... Position To mount a device on a wall put the bracket on the opposite end of the telephone in the low profile position Pull and twist the knob on the underside of the phone 90 degrees Figure 18 so that the spring loaded peg projects out on the top of the phone Item 1 in Figure 19 Figure 18 Knob for the Handset Support Peg ...

Страница 127: ...a solid backing 3 Support bracket in the low profile position on opposite end of telephone Security Wall Mount Bracket An optional security wall mount bracket that ensures that the device cannot be removed by unauthorized persons is available for the following devices 3Com 1102 2102 and 2102 IR Business Telephones For how to order this bracket consult your 3Com NBX Voice Authorized Partner Read an...

Страница 128: ...NING Failure to unplug the telephone before you clean it could result in electrical shock Troubleshooting Problems Table 12 lists possible problems that you may encounter and the most likely solutions Where possible each solution refers to the section in this guide where you can find detailed information Table 12 Possible Problems Possible Problem Suggested Solutions My telephone has no dial tone ...

Страница 129: ...able Try again in a few minutes After I call another user in my organization I hear a tone but no ringing The other user may have the Hands Free Active on Intercom feature enabled Begin speaking after you hear the tone For details see Telephone Buttons and Controls in Chapter 2 or Chapter 3 On my 3Com Business Telephone or 3Com Manager s Telephone all incoming internal calls come over my speaker p...

Страница 130: ...ne group to which the ringing telephone belongs does not allow nonmember pickup See Call Pickup in Chapter 7 My telephone keeps ringing after I pick up the handset Your telephone may have lost connection to the system immediately after a call came in Remove the Ethernet cord from the jack then re insert it into the wall jack Wait a few seconds If the telephone continues to ring disconnect the elec...

Страница 131: ...ing internal and external ID 81 unauthorized outbound calls 74 bracket 1102 2102 2102 IR security wall mount 127 3102 telephone support 123 branch offices calling 100 bridged extensions 102 103 broadcasting announcements 94 95 busy line call forwarding 51 buttons 1102 2102 2102 IR Business Telephones 25 1105 Attendant Console 116 3102 Business Telephone 19 3105 Attendant Console 115 C call centers...

Страница 132: ... caution RJ 45 versus RJ 11 jacks 122 electrical power 121 conventions documentation 10 creating voice mail messages 39 customer supervisory monitoring 90 D delayed ringing 103 dial tone 107 troubleshooting a 3Com Telephone 128 dialing calls other methods 50 redial 50 release with headset 76 switching from pulse to tone 103 direct mail transfer feature code 110 overview 59 Direct Mail Transfer but...

Страница 133: ...61 headset connector on 3102 Business Telephone 22 using 76 78 volume 61 Headset button 3102 Business Telephone 24 hold Business Telephones 57 feature code 110 introduction 57 more than one call 57 Hold button 1102 2102 and 2102 IR Business Telephones 27 1105 Attendant Console 117 3102 Business Telephone 21 3105 Attendant Console 115 hunt groups and the Do Not Disturb feature 73 calling groups 89 ...

Страница 134: ...hones 28 3102 Business Telephone 21 message waiting for voice mail indicators 1102 2102 and 2102 IR Business Telephones 28 34 3102 Business Telephone 20 34 for a telephone group 45 message waiting indicator for voice mail analog telephones 34 message waiting indicator to telephone 98 cancelling 99 deleting 99 feature codes 110 retrieving 98 sending 98 messages creating and sending 39 forwarding 38...

Страница 135: ...lephone 29 3102 Business Telephone 23 personal speed dial numbers 65 personal voice mail group lists creating 40 modifying 41 phantom mailboxes 45 picking up calls 83 feature codes 109 position wall mount bracket 126 printing labels 68 printing speed dial lists 67 private messages 43 problems solving 121 Program button 1102 2102 and 2102 IR Business Telephones 27 3102 Business Telephone 21 program...

Страница 136: ...7 3102 Business Telephone 22 Speaker button 1102 2102 and 2102 IR Business Telephones 27 3102 Business Telephone 21 speaker phone 1102 2102 and 2102 IR Business Telephones 27 3102 Business Telephone 21 feature code 111 problems with 129 using 50 volume 61 speed dials 64 One Touch 66 personal speed dial numbers 65 printing lists of 67 problems with 130 system wide speed dial numbers 66 supervisory ...

Страница 137: ...essages 39 forwarding 38 greeting only mailbox 44 group mailboxes 45 groups 40 indicators 34 initializing 13 listening remotely 35 listening to messages 34 maximum message length 32 password security tips 33 personal group lists creating and modifying 41 private messages 43 problems with 129 replying to 37 retrieving from a remote location 35 sending 39 setting up 13 urgent messages 43 volume cont...

Страница 138: ...138 INDEX ...

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